The ITS transformation to the Service Management Program was completed on June 30th, 2016. Current program information is now on the Service Management Office website.
Please refer to http://smo.psu.edu for information and questions.
Service Catalog Management
Service catalog management focuses on providing and maintaining a database containing information about all services, including those services that are chartered or retired. This information, stored in a database called the service catalog, displays customer-facing and supporting views of all service information.
See the Service Catalog Management Process Primer for more information.
Service Request Fulfillment
Request fulfillment focuses on managing the various stages of a user request—typically request, approval, or fulfillment—in collaboration with a service desk.
See the Request Fulfillment Process Primer for more information.
ITS SUB UNIT PROCESS LIAISONS
- ITS sub unit process liaisons are maintained on the Service Management Office website, http://smo.psu.edu/contact-us/its-subunit-liaisons/ .
PROJECT IMPLEMENTATION
Project implementation Portal for Service Catalog and Service Request Fulfillment.SERVICE CATALOG MANAGEMENT | REQUEST FULFILLMENT | ||
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ITS Project Goals Implement the Service Now Service Catalog module and processes for the ITS sub units. Key Deliverables • Service management module deployed and available to ITS staff. • Service Catalog Managers identified, educated and trained. • Service Catalog established and aligned to ECAR. • Process for Service Catalog updates • Reporting Dashboard for Process Manager • ITS specific functionality (from ITS process workshops) incorporated into ServiceNow. • User Acceptance Testing. • ITS sub unit process liaisons established and educated (roles and responsibilities) • ITS staff (ITIL users) trained on Service Catalog Management. | ITS Project Goals Implement the Service Now Service Request Fulfillment module and processes for the ITS sub units. Key Deliverables • Service Request Fulfillment module deployed and available to ITS staff. • Request fulfillment form creation and process models established. • Establish and execute plan for transformation of existing request forms and processes residing in sub units. (2 request forms per sub unit) • Reporting Dashboard for Process Manager • ITS specific functionality (from ITS process workshops) incorporated into ServiceNow. • User Acceptance Testing. • ITS sub unit process liaisons established and educated (roles and responsibilities) • ITS staff (ITIL users) trained on Service Request Fulfillment. |
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PROJECT TEAM RESPONSIBILITY MATRIX: PROJECT TEAM with RASCI | PROJECT TEAM RESPONSIBILITY MATRIX: PROJECT TEAM with RASCI |
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PROJECT ACTIVITY REPORTS | PROJECT ACTIVITY REPORTS | ||
TRAINING: Tool Training | TRAINING: Tool Training |
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PROJECT PLANS/SCHEDULES: | PROJECT PLANS/SCHEDULES: | ||
MILESTONES: | MILESTONES: | ||
ACTION ITEMS: | ACTION ITEMS: |
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MEETINGS: | MEETINGS: | ||
Resources
- Service Management policy, procedures and primers
- The Service Management Office.
- The Processes: Service Catalog Management and Request Fulfillment
- EDUCAUSE ECAR: “The Higher Education IT Service Catalog: A working model for comparison and collaboration“
- Service Catalog Demonstration
Kickoff Meeting
The project management team executed a project “Kickoff” meeting on April 9th, 10am with the project team (consisting of the ITS SC/RF process managers, subunit process liaisons, process liaison alternates, and the ITS ITX project team) shortly. At that meeting we level-set on the project, reviewed the implementation strategy and homework (data collection) strategy, discussed the communications plans and team expectations, and gathered feedback.
- April 9th Kickoff Meeting Presentation
- Overview of services within ITSM? – slides from Mark Sterner, VMWare
Collaboration
For collaboration we will use a Box folder for communication and file sharing. We will share the link to the Box folder prior to the kickoff meeting. In addition, you will be invited to the ITX Process Manager Yammer space, which is a space for collaboration and sharing of ideas, successes and blockers for the service management processes.